Kristjan Hjartarson

Agree with having unique lists, would make things clearer.

On the other hand, it is rather awkward that Subject and Description (standard fields) are the same for all brands. At least have the option to have separate Subject and Description for each brand, that way we can add unique texts under those standard fields, that give the customer a clearer understanding about what to write there.

Also, the way forms are used today, there are a lot of specific questions via free text fields, that could be considered the description or subject, but we can't rename the description or Subject without affecting all the other forms.

There must be a better way to make this more flexible.

When creating a ticket and adding a requester, the sorting is not intuitive at all.

We would like the requester list to show either the most used requester emails at the top of the list or change the requester's emails by adding certain requesters as important, so they always show when agents click the requester field or when starting to type their emails.

Example: I start writing "ma" and Marketing@company.com shows up at the top of the requester list, the requester email I mostly add to my new tickets.

@...

Thank you for the picture, much appreciated.

@...

 

Could you explain to me more about how you put up your Zap to enable the creation of leads and how you control who is assigned to the lead?

Hello Krzysztof,

Thank you for responding to this feedback!

Why the distributions didn't work in your case?

• The distribution did not work because the sales agents want to be able to assign the lead to the correct sales agent. The Distribution does not do that, it only selects the next one in line. This way the sales agents need to go to Leads and change the assignee to the correct one.

Based on what criteria will Agents assign leads? Is it location/timezone constraints, sales rep specialization, type of the request?

• The only criteria we have is that the ticket comes from travel agencies. Our sales agents know the product and services equally well and we are all based in the same location.

When there is a possibility to make a deal with the one sending in the ticket they create a lead in Sell,
Should all of your reps be available for a lead association?

• Yes, all our reps should be able to assign the lead to our Sales Agents.

Hello Adam,

 

Thank you for the advice, I will definitely look into that.

 

Although, would like to see this possibility with the Sell app, I don't see why this isn't a standard thing to be honest. 

Hello,

We are using the Sell App in Support.

My team would like the ability to choose the owner of a lead in the Sell app instead of having the same sales agent always being assigned as the owner.

We have explored the Distributions and that does not solve our requirements.

What we need is the ability to choose who will be assigned to the lead when created from Support using the Sell App

Today the Sales agents need to go to leads and change the owner manually, this adds more manual work then we care for.

 

Could we see this feature being introduced in the future?